Client Interaction Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Discovery Ltd. Full time

Business Unit:
Discovery Employee Benefits
Function:Brokers (FAIS Accredited)
Date:20 Feb 2024Achieve more than
YOU BELIEVE**- Discovery Employee Benefits
Client Interaction Specialist
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About Discovery

  • Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
    About Discovery Employee Benefits
  • Discovery Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees.
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Key Purpose of the role

  • The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients. Ensure that quality service is delivered to these Stakeholders.
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Areas of responsibility may include but not limited to

  • Implementing and monitoring the KAM strategy
  • Build Broker and Employer relationships
  • Collating statical information from the operation team to analyze and formulate discussions with clients on trends and client overview
  • Creating Employer engagements/collaborative reports and presentations
  • Support the Key Account Management Interventions team through creation of integration content and trends
  • Acquire new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
  • Formulating process improvements and review from broker and client feedback
  • Effective product presentations and enhancements to existing KAM clients.
  • Present and communicate prerenewals and renewals annually to existing clients.
  • Query resolution for clients in credit control due to nonpayment.
  • Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
  • Ensure access to web training content. Train Clients on how to benefit from our web offerings and functionality.
  • Build and maintain client relationships through monthly meetings to retain clients.
  • Manage the rebroke process to ensure retention of existing clients
  • Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
  • Assist with staff development, coaching and training where possible to optimize staff performance i.e. ito of product knowledge
  • Manage projects
  • Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
  • Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and nondisclosure
  • Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
  • Responding to queries ensuring they are resolved timeously and effectively.
  • Client meetings and minutes.

Personal Attributes and Skills

  • Selfstarter with a high attention to detail and be able to multitask
  • Good at follow through
  • Exceptional ability to communicate written and orally
  • Problem solving and solution focused
  • Analytical interpretation
  • Building relationships
  • Coping with pressure (deadlines)
  • Time-Management and Organizational Skills
  • Must be team orientated, willing to assist other team members in the office
  • Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
  • Outstanding customer service skills
  • Willing to do client and broker visits

Education and Experience

  • Matric
  • Essential
  • Product and process knowledge
years Employee benefits experience

  • Advanced excel skills


 NQF level
  • RE5

EMPLOYMENT EQUITY
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

  • EMPLOYMENT EQUITY
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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